Are you still working from an on-premise center? Do you still own all the hardware and software that manage and distribute calls from customers, and is your management’s attention divided between IT maintenance and customer satisfaction? If that is the case, look around yourself; the world is moving on. Technological developments have made it a lot easier for you to focus on what is really important – a better customer experience, increased sales and collection, and a brand name that is synonymous with reliability. If you are unsure about whether it is time to upgrade your call center software solution, here are some pointers that will show you that the existing system is not helping your business achieve its true potential.
3 Reasons to Upgrade Your Call Center Software Solution Now
- Return on Investment: Industry estimates on ROI of cloud based contact center vary between 9 to 27 percent, according to an article in Teletech. Another research conducted by Aberdeen Group shows that mid-size to large contact centers are likely to get a greater return-on-investment if they go in for a cloud-based contact center. The cost differential for those organizations that plan to undergo time-division multiplexing (TDM) conversions is fairly dramatic when applying a cloud versus a premise-based contact center platform. Moreover, savings can be achieved from avoiding server acquisition and maintenance cost. It will also result in reduction of IT resources, thereby adding to the savings.
- TCO: An analysis of the total cost of ownership (TCO) of cloud versus premise-based contact center platforms must factor in a variety of factors, including the amount of time it takes to deploy a solution, the business benefits that can be obtained in the long term, and the overall cost of the solution. In most cases the digits procured from this analysis will be considerably lower than that of any other call center platform. A TCO analysis of at least 3 to 5 years will prove that it is a worthwhile investment to make in call center software solution.
- Flexibility and Scalability: The need of modern contact centers is to scale seamlessly according to the demands of the market in a cost-effective manner. Cloud-based call center softwares offer what has been referred to as a building block approach which means that additional functionality can be affected as and when required. The flexibility that this accrues to the contact center, helps it to focus its energy in building client relations, instead of maintenance of technology. A cloud based contact center benefits from location independence while still benefiting from a centralized management system. All that is required is a phone line, a PSTN, SIP or mobile, and an internet connection in order to access all functionality that was previously attached to a premise based contact center. Moreover, there is no wastage of time or money when it comes to upgrades to new call center software solution. As soon as they are launched they are available to everyone without having to undergo additional integration or professional services cost.